Greenhouse ·
full-timeHelpdesk Engineer II
Pagerduty · Lisbon
PagerDuty is a global leader in AI-first digital operations, providing a platform that automates incident response and system health monitoring for major enterprises. As a Helpdesk Engineer II, you will serve as the primary escalation point for the company's internal IT support, handling complex technical issues that require advanced troubleshooting beyond Tier 1 capabilities. Your daily responsibilities will include administering endpoint management systems like Jamf and Intune, managing identity and access via Entra ID, and overseeing the configuration of essential SaaS collaboration tools such as Slack, Zoom, and Jira Cloud. You will also provide hands-on hardware support for Mac and Windows devices, manage IT asset lifecycles, and coordinate technical A/V requirements for internal events and town halls. This role is well-suited for an IT professional with several years of experience who possesses both deep technical proficiency in endpoint administration and the communication skills necessary to provide white-glove support to employees at all levels, including executive leadership. Success in this position requires a proactive approach to root cause analysis, a commitment to maintaining clear documentation, and the flexibility to participate in on-call rotations.
PagerDuty, Inc. (NYSE: PD) is the global leader in AI-first digital operations. By automatically detecting, diagnosing, and remediating issues, the PagerDuty Platform orchestrates AI agents and automated workflows with context from over 750 integrations. Trusted by approximately two-thirds of the Fortune 100 and nearly half of the Fortune 500, PagerDuty is the industry standard for organizations scaling resilient, autonomous operations. Notable customers include Chipotle, Cloudflare, Docusign, Fox, Nvidia, Salesforce, Spotify, Zoom and more. We are growing rapidly and hiring top talent with leading AI skills across engineering, sales, product, marketing, and beyond as we build the leading digital operations platform. Role Summary The Tier 2 Helpdesk Engineer is the escalation point for PagerDuty's Employee IT helpdesk, resolving complex hardware, software, identity, and collaboration-tool issues that Tier 1 cannot close. This role owns the administration of our endpoint management, identity, and SaaS collaboration platforms (Jamf, Intune, Entra ID, Zoom, Slack, Jira Cloud), provides white-glove hardware support for Mac and Windows users, and leads A/V setup and technical coordination for internal events. Success requires strong technical depth balanced with excellent customer service — the ability to stay calm, clear, and empathetic with employees at every level, including executives, during high-pressure moments. Key Responsibilities Escalated Support & Troubleshooting Serve as the primary escalation point for Tier 1 tickets requiring advanced diagnosis of hardware, OS, network, or identity issues. Own complex incidents end-to-end: triage, root cause analysis, resolution, and documentation. Identify recurring issues and drive permanent fixes rather than repeated workarounds. Endpoint & Identity Management Administer Jamf Pro for macOS enrollment, configuration profiles, patch management, and compliance reporting. Administer Microsoft Intune for Windows device management, policy enforcement, and application deployment. Manage Microsoft Entra ID (Azure AD): user/group provisioning, conditional access policies, and SSO/MFA troubleshooting. SaaS & Collaboration Tool Administration Administer Zoom (Rooms, licensing, meeting/webinar configuration, security and compliance settings). Administer Slack (workspace settings, app/integration approvals, retention policies, channel governance). Manage the Jira Cloud helpdesk queue: SLAs, workflow automation, forms, and reporting. Hardware & Asset Management Provide hands-on support for Mac and Windows hardware: imaging, diagnostics, repair triage, and vendor/warranty coordination. Manage IT asset inventory and equipment lifecycle from procurement through retirement. A/V & Event Coordination Set up, test, and support A/V equipment for meetings, town halls, all-hands, and offsite events. Coordinate with facilities, vendors, and event organizers to ensure technical readiness on event day. Customer Experience, Documentation & Mentorship Deliver empathetic, high-quality support to employees at every level, including executives. Author and maintain knowledge base articles and runbooks; mentor and train Tier 1 staff. Participate in the EIT on-call rotation for after-hours or critical issues. Qualifications 3–5 years of IT support experience, including 1+ years at Tier 2 or higher. Hands-on administration experience with Jamf Pro, Microsoft Intune, and Microsoft Entra ID (Azure AD). Experience administering SaaS platforms such as Zoom, Slack, and Jira Cloud. Strong troubleshooting skills across macOS, Windows, and common enterprise hardware/peripherals. Excellent interpersonal and customer-service skills; able to translate technical issues for non-technical audiences. Experience supporting A/V equipment and live/hybrid events preferred. Comfortable working occasional evenings for after-hours events or on-call coverage. Preferred Certifications Jamf Certified Associate / Jamf 200 Microsoft Certified: Modern Desktop Administrator (MD-101) or Endpoint Administrator Associate Microsoft Certified: Identity and Access Administrator Associate (SC-300) CompTIA A+ / Network+ Okta Certified Professional (if applicable to environment) Hesitant to apply? We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t the right role or time - sign up for job alerts ! Where we work PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in: Location restrictions: Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia Canada: Alberta, Manitoba, Newfoundl
| Role | Helpdesk Engineer II |
|---|---|
| Company | Pagerduty |
| Location | Lisbon |
| Compensation | Not disclosed |
| Posted | 2026-09-28 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Helpdesk Engineer II at Pagerduty: frequently asked questions
- What is the salary for this role?
- Pagerduty has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Helpdesk Engineer II position remote, hybrid or onsite?
- The listing gives Lisbon as the location and does not state a work mode.
- What is the application deadline?
- Pagerduty has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Helpdesk Engineer II role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
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